In this episode of Business Technology Perspectives, host Neil C. Hughes speaks with Bulent Cinarkaya, General Manager of Field Service Management at ServiceNow, to explore how AI is transforming one of the most overlooked but essential areas of enterprise operations: field service.

Bulent shares how technologies like agentic and generative AI are reshaping frontline work in real time, giving technicians the tools to anticipate what they’ll need before arriving on site, surface answers during complex tasks, and close out jobs faster with intelligent automation. These innovations are no longer on the horizon. They are already being used to improve scheduling accuracy, reduce mean time to resolution, and capture decades of expert knowledge before it disappears.

Drawing on real examples from companies like Bell Canada, Coursera, and British Telecom, Bulent breaks down how ServiceNow is helping field teams not only boost productivity but also improve job satisfaction and customer loyalty. He also highlights how unified platforms, data-driven workflows, and strong change management are critical to scaling these gains sustainably.

If your organization still sees AI as a back-office tool, this conversation is a wake-up call. AI is now embedded in the physical world of work, helping solve operational bottlenecks while empowering people to do their best work under pressure.

Whether you're leading a service team or looking to bridge the gap between digital innovation and human impact, this episode offers a clear look at the future of field service.